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Spec Analyst

Wipro

Telangana, India (On-site)

1 Week ago • 2-4 Years

About the job

Summary_{By Outscal}

Spec Analyst needed in Hyderabad with 2-4 years of experience in GIS, Geo editing, and Apple Maps N&A layer work. Must have strong communication skills, knowledge of naming and addressing, and experience with tools like ArcGIS and QGIS.

About the job

Urgently Looking for Spec Associate

Location : Hyderabad

WFO- 5 days

Exp: 2-4 Years

Notice period : Immediate

Spec Associate: Naming and addressing

2 Years GIS exp

Geo editing exp- 1 Yrs

Aec/ QGIS

Exp in geo editing tool.

Must be having recent exp in Apple Maps N&A layer work experience.

Idenditify and replicate spec issue.

Pre production spec exp.

Skillset

Communication- Good

Tools knowledge-

Layer knowledge- Naming and addressing

Analysis/Thought process

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Do

Support process by managing transactions as per required quality standards

Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

Update own availability in the RAVE system to ensure productivity of the process

Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions

Follow standard processes and procedures to resolve all client queries

Resolve client queries as per the SLA’s defined in the contract

Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients

Identify and learn appropriate product details to facilitate better client interaction and troubleshooting

Document and analyze call logs to spot most occurring trends to prevent future problems

Maintain and update self-help documents for customers to speed up resolution time

Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

Ensure all product information and disclosures are given to clients before and after the call/email requests

Avoids legal challenges by complying with service agreements

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

Assist clients with navigating around product menus and facilitate better understanding of product features

Troubleshoot all client queries in a user-friendly, courteous and professional manner

Maintain logs and records of all customer queries as per the standard procedures and guidelines

Accurately process and record all incoming call and email using the designated tracking software

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business

Organize ideas and effectively communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

Undertake product trainings to stay current with product features, changes and updates

Enroll in product specific and any other trainings per client requirements/recommendations

Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

Update job knowledge by participating in self learning opportunities and maintaining personal networks

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Performance review

Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution

External

Client

Query Resolution

Display

Functional Competencies/ Skill

Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent

Competency Levels

Foundation

Competent

Expert

Master

Behavioral Competencies

Collaborative working

Problem solving and decision making

Attention to Detail

Execution Excellence

Client (Internal) Centricity

Effective Communication

Deliver

No.

Performance Parameter

Measure

2 skills required for this role

Boost these skills to join the top 1% applicants for this job

About The Company

Wipro

6 Active Jobs

Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With nearly 245,000 employees and business partners across 65 countries, we deliver on the promise of helping our clients, colleagues, and communities thrive in an ever-changing world.

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.